Dragi Iazzoz,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Pre nego što kontaktiramo kazino i zatražimo njihovo stanovište, da li biste mogli da prosledite mejlove ili snimke ekrana koji pokazuju da ste poslali zahtev za samoisključivanje? Moja mejl adresa je petronela.k@casino.guru . Da li ste u tom zahtevu naveli koliko dugo želite da vaš nalog bude suspendovan i razlog zašto?
Kada se prijavljujete za samoisključivanje, jasno navedite razlog zašto želite da vaš nalog bude deaktiviran i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv jer podrška za kazino prima mnogo zahteva dnevno, stoga, ako je vidljivo označen, imate veće šanse da vaš zahtev bude odobren što je pre moguće.
Primer:
Naslov e-pošte: Samoisključivanje
Podaci o igraču:
Ime:
Prezime:
Rođenje:
Prijava u kazino:
Adresa E-pošte:
„Pozdrav Lucki Jungle Casino,
Pišem da vas obavestim da želim da odmah isključim iz ovog kazina i da ne primam bilo kakav marketinški materijal u vezi sa kockanjem na minimalni period od kkk meseci/godina (doživotno).
Razlog koji je prethodio mojoj odluci je kkk
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite drugu e-poštu na support@luckyjungle.com (možete mi poslati CC na petronela.k@casino.guru u kopiji) i obaveštavajte me o svakom daljem razvoju događaja.
Takođe, ovo sam našao u odeljku Odgovorno kockanje ( ovde ):
SAMO ISKLjUČIVANjE IZ LUCKI JUNGLE
Svaki igrač može da se odmori od Lucki Jungle koristeći funkciju samoisključivanja. Ovo vas blokira da igrate na određeno ili neodređeno vreme.
Tokom perioda samoisključenja, moći ćete da se prijavite na svoj Lucki Jungle nalog, ali samo da povučete sva sredstva. Nećete moći da pravite depozite ili da igrate igre.
Pored toga, nećete dobiti nikakav marketinški materijal od nas tokom perioda samoisključenja.
Ako želite da se samoisključite, prijavite se na svoj nalog i idite na Moj profil > Samoisključivanje . Odavde možete da izaberete koliko dugo želite da se samoisključite.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Yazzoz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Lucky Jungle Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@luckyjungle.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.
Also, I found this in the Responsible Gambling section (here):
SELF-EXCLUDE FROM LUCKY JUNGLE
Any player can take a break from Lucky Jungle using the self-exclude feature. This blocks you from playing for a definite or indefinite period.
During a self-exclusion period, you will be able to login to your Lucky Jungle account but only to withdraw any funds. You will not be able to make deposits or play any games.
Additionally, you will not receive any marketing materials from us during the period of self-exclusion.
If you wish to self-exclude, login to your account and go to My Profile > Self-Exclusion. You can choose how long you want to self-exclude from here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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